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A computer-assisted request system was born! Patrons could request articles from their desk by typing the citation information into a form! Articles arrived interoffice mail within just a few days! And this was okay, until… …and instant gratification Old Way

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Current Expectations Links to articles shall be available in every database All articles shall be instantly available as color PDFs Did I mention instantly? And please, not another username and password And while youre at it, make them free

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Document Delivery Options How to implement? Self-service Individuals place and receive orders directly with vendor Pros: No middleman speeds delivery No middleman reduces headcount Preferred MO of some users Cons: Customers must troubleshoot with customer service directly Cant tell if all orders are delivered Assisted All orders go through the library Pros: Staff can help find reference Delivery issues easily monitored by staff Duplicate orders can be caught Staff can use variety of doc del vendors Cons: Headcount devoted to shuttling emails Process orders for content we already have

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Recognizing users No new passwords! Use IP-authenticated accounts Pre-provisioned user accounts from internal company address book New employees fill out short profile form during first use

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Phased Rollout Implementing new order system involved many changes for the end user: Before:After: request form find article in PubMed PDFs/paper PDF format only (recent!) No vendor access direct interaction Phase I: Library used new system to place all orders Phase II: 10-20 end users try new system Phase III: full rollout

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Full Rollout Help located throughout ordering process in easy- to-find places URL with global overview Help comes in many formats text only pictures and text Movies (screencasts!) Training sessions FAQs drive improvements